Contact emails
Support, bugs, account access, data deletion, and security reports: support@tsumuapp.com.
General contact, business contact, and non-urgent questions: info@tsumuapp.com.
Operator: OniLink UG (haftungsbeschränkt), Nikopoler Str. 35, 01619 Zeithain, Germany. Represented by Niovi Ioannidi. Register: Amtsgericht Dresden, HRB 47126.
Effective date: May 20, 2026.
Support requests
Anyone can send a support request from the public Contact page.
Signed-in users can send a support request directly from Settings.
Use the same email address as your Tsumu account when the request involves workspace, project, source, chat, AI-generated project context, decision, follow-up, or billing data.
For bugs, include the route, workspace or project name, what you expected, what happened, and any relevant screenshots.
For AI quality issues, include the chat thread or source title and the generated item that appears wrong.
Privacy and data requests
Send access, correction, export, deletion, objection, restriction, or account deletion requests to support@tsumuapp.com.
Include the workspace, project, source, chat, project memory, or account email involved in the request.
Tsumu may need to verify your identity before fulfilling privacy or deletion requests.
Some data may be retained where needed for backups, security logs, billing records, legal compliance, fraud prevention, or dispute handling.
Security reports
Report suspected vulnerabilities, unauthorized access, exposed secrets, or account compromise to support@tsumuapp.com.
Do not access, modify, delete, copy, or exfiltrate data that does not belong to you.
Include enough detail to reproduce the issue safely, but do not include third-party personal data unless necessary.
Billing support
For billing issues, contact support from the email linked to your account.
Cancellation stops future renewals but does not automatically refund the current billing period.
Refunds may be approved for duplicate charges, billing errors, accidental purchases reported promptly, serious service failures, or other reasonable cases.
If an AI credit add-on is refunded, reversed, disputed, canceled, suspected of fraud, or granted in error, Tsumu may remove or reduce the related purchased AI credits.
Include the plan, invoice, or payment email when available.
Legal notices
Legal notices can be sent to support@tsumuapp.com and by post to OniLink UG (haftungsbeschränkt), Nikopoler Str. 35, 01619 Zeithain, Germany.
Include your account email and enough detail to identify the request.
FAQ
Support FAQ
Account export, memory reset, chat memory, cancellation, project-memory export, and support requests.
FAQ
Support FAQ
Account export, memory reset, chat memory, cancellation, project-memory export, and support requests.
Data and privacyAccount export, memory reset, providers, and stored data ownership.
Which providers process my data?
Tsumu uses Supabase for authentication, database, storage, and edge functions.
Tsumu uses Firebase App Hosting and Google Cloud for app hosting and logs.
Tsumu uses Cloudflare Turnstile for bot and abuse prevention on security-sensitive account forms where enabled.
Tsumu may send prompts, source excerpts, chat context, and generated context to OpenAI or Anthropic when you use AI features. Tsumu uses Stripe for billing.
What should I avoid importing?
Do not import passwords, API keys, production secrets, payment card numbers, government identifiers, regulated health data, children's data, or other highly sensitive material unless you have a clear legal basis and explicit approval to process it through third-party infrastructure and AI providers.
Is my account export the same as clean project-memory export?
No. Account export contains stored account and workspace data.
Clean project-memory export is a separate Max feature for portable project memory.
Why is project memory not included in account export?
Account export is for stored account and workspace data.
Tsumu-generated project memory is a separate product feature. Clean project-memory export is available on Max.
Are generated chat references included in account export?
No. Account export includes chat messages and message text.
AI-picked reference lists and Tsumu-generated project memory extracted from chats are not included.
Are notebooks included in account export?
Yes. Account export includes notebook records and stored source text where available.
Is AI output always correct?
No. AI output can be inaccurate or incomplete.
Tsumu shows references and inspection views so you can review important outputs before relying on them.
Account and supportExports, memory reset, deletion, and support requests.
How do I export my data?
Settings includes a JSON account export.
It can include account, workspace, project, notebook, source, chat, message, billing, usage, support, performance, moderation, and account-event records.
It does not include Tsumu-generated project memory, including memory extracted from chats, or AI-picked chat reference lists. Payment card details are not included because Tsumu does not store full card numbers.
What happens when I reset memory?
Reset memory removes Tsumu-generated project memory, including memory extracted from chats, while keeping chats, imports/source files, notebooks, and message text.
Use it when you want Tsumu to rebuild project context from the original material you keep.
How do I delete my account?
Go to Settings and use Delete account.
If you have an active paid subscription, cancel the paid plan from Billing first.
For unresolved deletion issues, contact support from the email connected to your account.
How do I contact support or report a security issue?
Use the Contact page, Support page, or signed-in Settings contact form.
For billing issues, include the plan, invoice, or payment email. For AI quality issues, include the chat thread or source title.
For security reports, include safe reproduction steps and avoid third-party personal data unless necessary.
Clean project-memory exportThe Max-only portable project brief.
What is clean project-memory export?
Clean project-memory export creates a portable project brief for another AI session.
It is different from account export. Account export contains stored account and workspace data. Clean project-memory export contains Tsumu's portable project memory.
Why is clean project-memory export Max-only?
Tsumu's paid product is project memory.
Clean project-memory export is the portable form for external AI tools. It is included on Max.
Can I download TSUMU_CONTEXT.md?
Yes, on Max.
TSUMU_CONTEXT.md is part of clean project-memory export. It is not included in Free, Pro, or Studio.
What happens to clean project-memory export when a project is paused?
Clean project-memory export pauses while a project is outside the active project limit for the current plan.
Raw chats, imports, and notebooks stay readable. Export resumes when the project is back inside the plan limit or the plan is upgraded.
BillingUpgrades, downgrades, cancellation, invoices, and refunds.
How do upgrades work?
Paid plan upgrades apply immediately after confirmation.
Stripe calculates any prorated amount due before charging.
When a Free account upgrades to a paid plan, eligible existing sources or chats may be reviewed to unlock paid source-processing and project-memory features. Review can use AI credits when AI work is performed.
How do downgrades work?
Downgrades are scheduled for the next renewal. Your current paid plan and limits stay active until then.
After renewal, original data stays readable. AI memory features may pause on projects or sources above the new plan limits.
What happens when I cancel?
Cancellation does not delete your projects, chats, source files, or notebooks.
When paid access ends, Tsumu may pause paid-plan memory features and chat-to-memory review above the current plan limits.
Stored account and workspace data remains readable and exportable through account export.
You can start cancellation from Billing or from /cancel-subscription.
Where can I find invoices?
The Billing page shows recent invoices when Stripe provides them.
You can also open the Stripe billing portal from Billing.
How do cancellation and refunds work?
Manage cancellation from Billing or /cancel-subscription through the Stripe customer portal.
Cancellation stops future renewals but does not automatically refund the current billing period.
Subscription fees and add-on fees are generally non-refundable once access or credits are delivered, except where required by law or approved by Tsumu.
Tsumu may approve refunds for duplicate charges, billing errors, accidental purchases reported promptly, serious service failures, or other reasonable cases.
If an AI credit add-on is refunded, partially refunded, reversed, disputed, charged back, canceled, suspected of fraud, or granted in error, Tsumu may remove, void, or reduce the related purchased AI credits.
When a dispute is opened, related purchased credits may be reversed while the dispute is pending. If the dispute is later resolved in Tsumu's favor, restoration is handled by manual support review unless Tsumu later automates it.
For billing issues, contact support from the email linked to your account and include the plan, invoice, or payment email.